Client Coordinator

YSC is the world’s premier independent leadership consultancy. Since being established in 1990, we have partnered with organisations around the world to frame leadership strategy, generate deep insight, and co-create solutions, all the while building brilliant relationships and measuring the impact of our work together. YSC has a global reputation for embedding real change that outlasts initial engagement. We bring deep expertise in assessment, coaching, leadership and talent development, team development, inclusive leadership, and leadership analytics. We are known for our long-term partnerships with some of the largest global clients through our collaborative, straightforward and value-adding approach. We have expertise in over 20 industries and more than 700 organisations, including 43% of the FTSE 100 and 15% of Fortune Global 500.

Our psychological expertise enables us to go underneath the surface to rigorously and holistically understand an individual’s leadership, commercial and psychological make-up within the context of what ‘great’ leadership looks like. We support individuals to reach a depth of insight that leads to transformational growth and business results.

We ensure that Diversity & Inclusion are at the heart of everything we do. This reflects one of our five core values – Character – creating environments where people can be their full selves. We have a strong track record of consulting work and publication in this area.

YSC’s approach to project management has been honed over years of planning and executing holistic, award winning, delegate experiences. We ensure we are ahead of the game, ready to initiate activity in real-time, at the right-time, and from the vantage point of being involved in the end-to-end consulting process. The Client Coordinator is integral to this approach.

The Client Coordinator role will require the individual focusing on a client portfolio, supporting the Business Manager and Consultant delivery team. This is an office-based role, where there is a geographical office (YSC’s standard working from home policy applies). The Client Coordinator is responsible for ensuring the successful running of client accounts across the client portfolio. This role is to be the day-to-day contact for specific clients and projects, liaising extensively with clients, consultants and YSC’s support functions. This will include some or all of the following:

Managing client bookings:

• Processing booking forms and issuing booking links to clients and tracking booking progress, liaising with clients to progress when needed.
• Using online booking platform to book large volumes of client appointments in consultant diaries (including in-person and via telephone/video conference).
• Ensuring service lines are maintained and accurate within the 10to8 system (collaborating with Client Directors and Business Managers).
• Maintaining accuracy of consultants’ availability in 10to8 to display accurate bookable slots for client delivery.
• Activating deltek (finance coding system) requests upon confirmation of client bookings.

Financial processes:

• Ensuring accurate forecasting of financials for client accounts, updating relevant stakeholders appropriately.
• Obtaining and tracking POs for client delivery.
• Ensuring client invoices are accurate and sent in a timely manner.
• Following internal processes for global project delivery (resource borrowing and intercompany booking forms).

Client management:

• Point of contact for client enquiries.
• Ensuring the smooth running of projects, including delivery to agreed deadlines.
• Attending client meetings (internal and external) to communicate processes, report on project progress, monitor and take actions where necessary.
• Supporting the creation and review of client contracts.
• Tracking, monitoring and reporting on all aspects of their client accounts and projects.
• Working with Business Managers and Client Directors to ensure appropriate client rhythm is implemented.
• Inputting into the strategic decisions made for the client portfolio.

Resourcing & diary management:

• Partnering with team leads and working proactively with consultants’ diaries to plan ahead and effectively allocate their time to projects and client delivery, working strategically to maximise utilisation.
• Successful gate-keeping of consultant’s time both internally and externally.

Administrative support:

• Arranging domestic and international travel, hotel bookings and taxis.
• Ensure all documents and materials are in place prior to delivery including proofreading and editing documents.
• Compliance with storage and retention policies, including version control and destruction of data.
• Ad hoc support as required (e.g. reception/switchboard cover, liaising with third parties/contractors, etc).

Candidates for this role must show excellence in these areas:

• Communication skills: This role will require extensive liaison with senior-level clients and the internal team at YSC. The candidate must therefore be able to demonstrate confidence, credibility and flexibility in managing all of their stakeholders. Excellent written and oral communication is required.
• Organisation and planning: High levels of organisation, prioritisation and planning skills in managing multiple work streams; excellent diary management.
• Relationships with clients: Outstanding ‘public face’ of YSC through exemplary dealings with clients e.g. excellent phone manner, professional approach, timely responses, builds relationships, warm, relaxed style.
• Technical skills: Proficient in Windows packages, particularly Excel and Outlook, in order to manage large scale projects efficiently and easily. Tech-savvy and comfortable learning new systems.
• Excellent administration skills: Including document control, data entry, processing information accurately.
• Excellent attention to detail: Accuracy, particularly with data processing and when corresponding with clients. Excellent standards of document presentation. Strong understanding and eye for grammar; excellent document proofing skills.
• Resilience: Maintains confidence and optimism in the face of ambiguity; meets pressing deadlines; works well under pressure; has capacity to cope with volume.
• Motivation: Interest, curiosity and motivation towards our work and clients and a desire for personal and professional development; receptive to feedback; demonstrates conscientiousness, reliability and proactivity; open to new ideas and change; self-starter. Proactivity and initiative to drive forward improvements in standards of service provided.
• Flexibility and adaptability: An energetic and positive-minded approach is essential. As well as the ability to contribute new ideas and approaches and grasp new methodologies.
• Relationships with team: Enthusiasm, curiosity, and helpfulness to others through a collaborative approach; calmness under pressure; an ability to meet pressing deadlines.

Essential

• Previous experience of 1 year minimum in project management role(s).
• Proven client facing experience.

Desired

• Experience working with a wider team.
• Experience of working with a booking platform.
• Experience of working with SharePoint.
• Experience of working with Smartsheet.